June 08, 2009

Interview with CRM Expert Jesus Hoyos | Lexnet

What’s the biggest CRM trend on the horizon?

Social CRM – a worldwide trend. Social CRM, also known as CRM 2.0
or Social Media, is a trend that it is still evolving and where the
consumer is in control. My take on this is that Social Media has
different mediums to engage the customer. A medium will be Facebook or
Twitter, and within each medium you have different channels. For
example, in Twitter, you could have an account for customer service and
another one for sales promotions – here you have two channels. Another
example is Facebook, you have applications, groups and pages – they all
are channels.

This requires a different thinking in terms of culture, processes
and technology in your company. But the bottom line is that you will
need to have a team or structure dedicated to manage these social media
channels. Think of a call center, you have a director and supervisors
and agents. You will need some sort of structure for social media
channels.

Comments

What’s the biggest CRM trend on the horizon?

Social CRM – a worldwide trend. Social CRM, also known as CRM 2.0
or Social Media, is a trend that it is still evolving and where the
consumer is in control. My take on this is that Social Media has
different mediums to engage the customer. A medium will be Facebook or
Twitter, and within each medium you have different channels. For
example, in Twitter, you could have an account for customer service and
another one for sales promotions – here you have two channels. Another
example is Facebook, you have applications, groups and pages – they all
are channels.

This requires a different thinking in terms of culture, processes
and technology in your company. But the bottom line is that you will
need to have a team or structure dedicated to manage these social media
channels. Think of a call center, you have a director and supervisors
and agents. You will need some sort of structure for social media
channels.